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Service Quality Of Service Essay

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CHAPTER TWO: LITERATURE REVIEW
Introduction
This chapter will assess the various theoretical bodies of knowledge and major theories on service quality operations as well as empirical literature review where the authoritative definitions of service quality, determinants, measurement and service quality at Batticaloa railways passenger service s will be reviewed. The sections will summaries the relationship between quality factors and Passenger satisfaction as establish in the review.

Service quality
According to Dr. Arash, his research about the service quality and has demonstrated the model of service quality gaps. Service firms like other organizations are realizing the significance of customer-centered philosophies and are turning to quality management approaches to help to manage their businesses. [1] His research mostly indicates the SERVQUAL and its related effective approaches. And also, he analysis of the difference between customer expectation and perception. He said that SERVQUAL is the one of most significant quality gaps affiliate with external …show more content…

[4] According to Buluma, quality of service is the key element of the customer satisfaction and when the service quality increase then related industries profitability also increase. He said that service quality is intangible and it different from goods. Buluma also uses SERVQUAL method and he divided Service Quality dimensions as it relates to RVR has been divided into eight groups which are Tangibles, Reliability, Responsiveness Assurance, Empathy, Service Product, Service Delivery, and Social Responsibility. Service quality is significantly related to passenger satisfaction and therefore service quality dimensions implementation leads to passenger satisfaction.

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